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HMGT 1101 / Section D420
Professor John Richard Akana
jakana@citytech.cuny.eduMeta
New York Times-
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Raymond Chin
Prof Akana
10/7
Chapter 3
The role of a general manager is extremely important in the hotel industry. All the employees need to have a general manager who is organized and knows what he/she are doing. They need to be responsible to ensure a reasonable return on investment, keep the guest satisfied and their employees happy. The general manager is responsible for the hotels mistakes and fame. He/she is responsible of hiring the workers and making sure they do the job correctly. They must be able to know how much profit they make within the day and how many rooms are occupied so they can report it to company. The Revenue and Rev Par is used to calculate the profit for the day. The front desk also have a big responsibility, they must introduce the guest and let them know what the hotel can provide for them. They must always be polite and be able to answer any customer questions. They must know what to do when guest make reservations and if anything goes wrong they will know how to take care of the problem. The front desk has two shifts, one in the day and one at night. the night workers are called the night auditor. Their job is hard because many guest do need help at night while everyone is off work they have to take care of the whole hotel. They sometimes also have customers who come in at 2’o clock in the morning asking for a room. They need to let them know about the hotel policies and if anything they would send them to a different hotel that is the same company.
Hotels are the backbone of the entire tourism industry. Without hotels, tourism and travel would not be as widespread as it is today. They exist to provide a home for traveler’s away from home. In addition, by doing so, they bring money into their local economies. In order for a hotel to successfully do these two things and continue, a well-organized, efficient general manager is imperative to the operation. The hotel must also have six groups that are responsible to keep the hotel running smoothly. These are the divisions of human resources, food and beverage, rooms, marketing and sales, engineering, and accounting. By having these divisions and each having their own directors, responsibilities are divided equally and this hierarchy of having employees under each director reporting to the general manager makes for a successful business. The food and beverage and rooms divisions must have the best possible employees. The reason for this is that because they interact directly with customers, the impression the leave on them may have the potential to improve the reputation of the establishment or have a negative effect.
Chapter 3 Summary
Within the chapter, it’s discuss the functions and the department’s of a hotel. Hotels exists to provide service and to generate a profit for the owners. Hotels are also meant to provide all the comforts of home to those who start away from home. But to run a successful hotel, you need management structure. The general manager has a huge responsibility to keep guests happy and to keep employees happy as well. The executive committee consist directors of several department’s; such as human resources, food and beverage, room division etc. They meet once a week to discuss about total quality management, forecasts, guest and employee satisfaction. Front office makes the first impression of the hotel. That’s where reservations are made, guests obtain information. Besides that, they are to sell rooms, maintain balance accounts and offers services such as handling mail, faxes and messages. Within the hotel Business, there’s much more department’s. They all depend on each other. The front desk needs clean available rooms, so they call housekeeping.
Rooms Division Operations,
A Hotels primary function is to provide service and lodging accommodations. Hotels that are chain affiliated exist to provide comfort to people who travel away from their home. A Hotel must have a management structure which helps make the operation successful. The Manger of a Hotel seeks complete responsibility to make all decisions whether on investments, guest satisfaction and employees happiness. Day-to-day tasks are done through the Executive Management team which includes directors from various departments such as accounting, engineering, marketing and sales, rooms division, food and beverage and human resources. A Front Office Managers duty is to supervise GSA (Guest Service Associates), who communicates with the guests during check-in or check out. Three main functions a Front Office department is held accountable for are, to sell rooms, maintain balanced accounts, offer services which includes handling mail, messages, etc. A Revenue Managements purpose is to increase revenue and maximize profits. ROP (Rooms Occupancy Percentage), is calculated by dividing the number of rooms occupied by the number of rooms available. ADR (Average Daily Rate), is calculated by dividing the total of rooms revenue by the total number of rooms sold. Reservation Departments are held responsible for selling rooms for the highest dollar value. Guest Service which includes door attendants, bell persons, concierge and housekeeping has the opportunity to provide guests an experience they’ll never forget.
Kevin Hung
Chapter 3
There are many departments in a hotel, but in order to run a hotel successfully, the role of a general manager is extremely important in the hotel industry. The general manager has a huge responsibility to always keep guests happy and keep employees happy as well. He/she is also responsible of hiring the employee and making sure they do their work correctly. One of the important things that general manager must need to know is how many rooms are occupied within a day also know how much profit they make so they can report it to company. The general manager of a hotel seeks complete responsibility to make all decisions whether on investments, guest satisfaction and employees happiness. However, in order to makes the business organised and successful, hotels should also have six groups of department that are responsible to keep the hotel like: accounting, engineering, marketing and sales, rooms division, food and beverage and human resources.
Roberto Thompson
Chapter three
In chapter three we discussed what are the functions of a hotel. In the hotel business, the main goal is to provide lodging accommodations. This means that people who travels and stay away from house for more than a day need lodging for sleep, rest, food, safety, and shelter. The benefits of a hotel services are to generate profit for the owners. In contrast, management services play a vital role in the hotel industry as well. Their job is to service the need of each and every guest. Basically, making sure that the guest is happy. The rooms division director is held responsible by the general manager for the efficient and effective leadership and operation of all the rooms division departments. The room division is comprised of seven sectors. These are, the front desk, reservations , housekeeping, concierge, guest service, security, and communications.
Andrea Shamlall
HMGT 1101
Chapter 3 Summary
There are many functions and departments of a hotel. The main function of a hotel is to provide lodging accommodations. A hotel has several business or revenue centers. The main purposes of hotels are to provide service and to gain a profit for the owners. Hotels exist to serve and enrich society. Hotels are also meant to be a comfort to those away from home. Management structure differs from larger, midscale, and smaller properties. The role of a General Manager includes a variety of responsibilities.
They must ensure a reasonable return on investment and keep guests and employees happy. The Executive Committee is comprised of key managers of the hotel. Members of the Executive Committee are directors of the human resources, food and beverage, rooms division, marketing and sales, engineering, and accounting. Revenue Management is used to maximize room revenue at the hotel. The purpose of revenue management is to increase revenue and profit. The billing of guests has become easier with technology. Security is one of the highest concerns of guests who visit hospitality businesses. The Reservations Manager is the head of the reservations department. They report directly to the Room Division Manager.
The Reservations department is responsible for selling hotel rooms for the most money. The guest service staff gives the guests an image of what hotel experience the guest will have. It is important that the concierge have knowledge of the hotel, city, and international details. Housekeeping accounts for a large number of employees in the hotel. Hotels are ultimately responsible for the safety of their guest and their property this is an important element.
Chapter 3 pretty much talked about the importance and the duty of hotels and their staffs. The role of the management team and how them working together will lead a well-working hotel. Hotels are here to make you feel like home when you are not home, therefore there are a certain standards and expectations from the guests. The GM should be more involve with the guest depending on the hotel size. The general manager would meet and greet only a few guests on larger hotels, usually VIPs. While on smaller ones, the general manager can decide to be a little more involve when it comes to greeting guests. regardless of the size of the hotel, the guest must feel welcomed and have an enjoyable experience.
Chapter 3 pretty much talked about the importance and the duty of hotels and their staffs. The role of the management team and how them working together will lead a well-working hotel. Hotels are here to make you feel like home when you are not home, therefore there are a certain standards and expectations from the guests. The GM should be more involve with the guest depending on the hotel size. The general manager would meet and greet only a few guests on larger hotels, usually VIPs. While on smaller ones, the general manager can decide to be a little more involve when it comes to greeting guests. regardless of the size of the hotel, the guest must feel welcomed and have an enjoyable experience.
Chapter 3 Summary
The primary function of a hotel is to provide lodging accommodations. He or she must ensure a reasonable return on investment, keep guests satisfies and also keep employees happy. Another role a general manger has to do, is hire the best people for their team. An executive meeting usually last one or two hours per week. There are directors who need to report to the general manger such as Director of Human Resources, Food and Beverages etc. A front office manager is to enhance guest’s needs. The main functions of a front office is to sell rooms, maintain balanced accounts and to offer services such as handling mail, faxes etc. Trends might include technology, updating conformity etc.